Who pays when a connection fails?
A boat or flight connection broke and you need to know whose job it is to fix it.
Who pays depends on who sold each part of your trip and what the terms say. A package usually points you to the agency or resort that sold it. A ticket you bought yourself points you to the operator. Read the terms, ask in writing and keep your proof.
This page helps you find the right party to ask first. For the wider route, see the journey in four legs, and for the questions to put to an operator, read cancelled boat transfers.
How do you find out who sold each leg?
List every leg of your trip, and write down who you paid for it.
- The flight or the long road leg: the airline or yourself.
- The mainland hotel: the hotel or a booking site.
- The boat transfer: the operator, the resort or an agency.
- The island stay: the resort or an agency.
If one agency sold two legs together, it is often the first contact for both. If you bought each leg separately, each seller answers for its own leg. Check your confirmation messages for names, and keep them.
Which situation points to which party?
This table is a starting point, not a legal opinion. Your terms may differ.
| Situation | First party to ask | Why |
|---|---|---|
| Boat cancelled, bought with a package | The agency or resort that sold the package | They hold the booking and the terms |
| Boat cancelled, ticket bought directly | The boat operator | They sold the ticket |
| Flight delayed, separate boat ticket | The airline for the flight, the operator for the boat | They are separate contracts |
| Resort will not hold the room | The resort, then the agency | The room belongs to the resort |
| You were late yourself | The operator | The cause is yours, so expect fewer options |
Our page on flight delay with a prepaid island boat shows how to word the first message.
What should you ask each party?
Put these questions in writing.
- What does my booking say happens if this connection fails?
- Will you move me to another departure, and is there a cost?
- Will you hold my room, and will you charge for it?
- Who pays for a night on the mainland or extra transport?
- Can you confirm your answer by message?
A spoken promise is hard to use later. A message is proof.
Can a claim go further?
If nobody agrees to pay, there are routes. One is a consumer tribunal, which hears claims up to a set limit if they arise within a set time, and excludes some kinds of claim [1]. Check whether yours qualifies before you rely on it.
Insurance can also respond to a missed connection, depending on the policy. Read travel insurance and missed boat connections to see what to check. Neither route is a promise, so keep your proof, and ask a qualified adviser if the amount is large.
What proof should you keep?
Keep these together on your phone.
- Confirmation messages and receipts for every leg.
- Screenshots of the delay or cancellation.
- Every call time and name, and written replies.
- Receipts for extra nights and transport.
Our page on keeping receipts and screenshots for a transfer dispute goes into more detail.
A better fit if…
Starting with the agency may be a better fit if one agency sold your whole trip. Starting with the operator may be a better fit if you bought the ticket yourself. Send us your confirmation messages and we will help you work out who to ask first.
Common questions
Who pays if my island boat is cancelled?
It depends on who sold the boat and what the terms say. If a package included it, start with the agency or resort that sold the package. If you bought a ticket yourself, start with the operator. Read the terms, ask in writing and keep your messages.
Is the airline responsible if a delay makes me miss the boat?
Do not assume so. A separate boat ticket is a separate contract. Airline duties depend on the ticket and the cause of the delay. Ask the airline what it offers, and check whether your insurance covers the missed boat.
What if I booked everything through one agency?
Then the agency is usually your first contact for the whole package, including the boat. Ask what it will do, who will pay for extra nights and transport, and what it will confirm in writing. Compare the answers with the terms you were sent.
Can I take a claim further if nobody pays?
There are routes, such as a consumer tribunal for some claims. Read the limits first and keep your proof. We cannot say whether a claim will succeed. Ask a qualified adviser if the amount is large.
Sources
- KPDN (accessed 2026-10-16)